Purpose:

As Overnight Team Leader you will be responsible for leading, supporting; coaching; developing and supervising a team of Customer Relations Associates in a customer service environment. In this key role you will support CRAs to meet productivity levels, quality and service benchmarks.  This position requires a commitment to work the overnight shift on a permanent basis.

Reports to:

This position reports to the Operations Manager.

Responsibilities:

• Monitor, identify and resolve performance/behavior/attendance issues using established performance management techniques.
• Analyze sales and performance reports to identify trends and implement processes that guarantee improvement.
• Analyze and maintain all Service Level agreements.
• Utilize and maintain Human Resources database.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports
• Communicate all process and client changes to direct report in a timely manner.
• Assist in recruiting high caliber staff.
• Adheres to all operational policies and processes.
• Monitor and coach to compliance levels with direct reports for QA Standards.
• Conduct performance reviews and ensure training needs of direct reports are met.
• Other duties as required.

Qualifications:

• Bilingualism is an asset. (French/English)
• Excellent customer service/support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
• Ability to coach and develop action plans that maximize performance and provide productive feedback.
• Proven ability to analyze and improve work policies and procedures.
• Ability to build open and effective relationships with direct reports.
• Ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
• Strong keyboarding/computer skills, including Microsoft Word and Excel.
• Flexibility to work in a 7day 365 day work environment. This is an overnight shift.
• Community College diploma with two to four years related experience, or high school diploma or equivalent with three or more years of related supervisory experience.

Application: If you are interested in applying for this position, please do so by forwarding your cover letter and resume, quoting competition number OTL1030-CB, to Tanya Benjamin at tanya.a.benjamin@ont.onlinesupport.com

We would like to thank all interested applicants, however only those candidates who possess the required qualifications for the position will be selected for an interview.